Senior IT Support Engineer

You Will

Own the Hardest Problems

• Provide L2 IT Engineering Support and serve as the escalation point for the service desk, taking on complex, high-stakes tickets that need deeper expertise, always with professionalism, patience, and empathy.
• Maintain and evolve the service desk and service catalog so our offerings keep pace with a fast-growing, fast-changing organization.
• Turn repeat tickets into permanent fixes by solving recurring problems at the source.

Deliver a Seamless Endpoint & Workplace Experience

• Own the full lifecycle of our Windows and Mac fleet through MDM platforms like Intune or Jamf, from zero-touch enrollment and configuration through patching, updates, and retirement.
• Monitor and troubleshoot network connectivity across our offices, keeping users online and productive.
• Support and maintain the office A/V and collaboration technology that powers our meetings and conference rooms.
• Deliver a smooth onboarding and offboarding experience for every employee, from day-one provisioning to clean, secure deprovisioning.

Partner with Security to Harden the Environment

• Work closely with our Security team to implement best practices, harden our systems, and respond to incidents as they arise.
• Help manage network security and access controls, ensuring the right people have the right access and nothing more.
• Keep our practices compliant with data protection and privacy regulations.

Scale IT Through AI & Automation

• Partner with stakeholders and application owners to manage our SaaS portfolio and inform the technology decisions that shape how the company works.
• Build and maintain strong vendor relationships that keep our tools and support running smoothly.
• Leverage AI and automation to eliminate routine work, resolve issues faster, and raise the quality of service across the org, acting as an internal champion for AI-first IT.
• Maintain detailed records of requests, resolutions, and equipment inventory, and report on system performance and support activity.

You Have

• Bachelor’s or Master’s in Computer Science, Data Science, or equivalent experience.
• 4+ years of real-world IT support experience in a fast-paced environment, supporting 250+ end users.
• Hands-on depth across the modern IT stack: MDM (Intune or Jamf), identity and SSO (Okta, Entra), core networking, and day-to-day macOS and Windows administration.
• A track record of owning and delivering projects with major organizational impact.
• Clear, patient communication with both technical and non-technical people, and a commitment to white-glove customer service.
• A high sense of ownership: you work independently with minimal oversight, juggle multiple projects, and prioritize effectively while staying aligned with the team's goals.
• A passion for enabling the organization to accomplish its mission through AI and modern support technology, from LLM assistants to AI-driven ITSM.

Nice to Have

• Experience at a startup or in a high-growth environment.
• Experience supporting a globally distributed team.
• Experience automating tasks with Python, PowerShell, or Bash.
• CompTIA A+, Network+, Security+, or ITIL certifications.

US Salary Range and Benefits $125,000 - $145,000 USD base salary. Competitive equity grants are included in the majority of full time offers. Altana also offers either a discretionary bonus or a variable compensation plan depending on the role. Top-tier benefits include Flexible Time Off, industry-leading Parental Leave, full medical/vision/dental with HSA/FSA, life/disability/AD&D insurance, 401(k), commuter benefits, wellness (Calm), pet insurance, EAP, and Dependent Care FSA.